The Vacancy
Support Services Operations Manager
Location: Manchester (preferred)
About the Role
WPS is looking for an experienced Support Services / Operations Manager to lead and evolve our business support functions across our Facilities Management (FM) division.
This senior leadership role ensures the smooth, compliant and high‑performing delivery of customer service, statutory compliance, business systems and service-to-cash processes across the operation.
You will be a key figure within the Senior Operations Team, driving operational excellence, enabling exceptional customer experience and supporting business growth.
Key Responsibilities
Customer Experience & Team Leadership
1. Lead and develop the Customer Services team, ensuring delivery against contractual KPIs.
2. Manage communication standards for internal and external customers.
3. Foster a high‑performing, collaborative, customer‑focused culture.
Systems, Compliance & Business Processes
4. Manage and maintain statutory compliance processes across ACT, working closely with the ACT team.
5. Act as the primary link between Wates FM and IT for Concept and ACT systems.
6. Oversee contract support teams to ensure adherence to the Operating Framework.
7. Drive key outputs from Project Anchor.
8. Own and continuously improve service‑to‑cash processes and supporting business systems.
SHEQ & Governance
9. Oversee all SHEQ‑related administration, ensuring compliance with safety, quality, environmental and security requirements.
10. Ensure timely close‑out of ACT actions and effective communication across teams.
Communication & Stakeholder Engagement
11. Provide clear, consistent updates to SLT on performance, risks and opportunities.
12. Support bids, tenders and client presentations where required.
13. Develop reporting processes that enhance service delivery and profitability.
What We’re Looking For
Knowledge & Experience
14. Strong FM background with proven experience in business systems, processes and operational delivery.
15. Experience in a similar senior operations or support services role.
16. Good understanding of statutory compliance and Health & Safety processes.
17. Deep knowledge of service‑to‑cash processes and KPI management.
18. Familiarity with Concept and ACT systems (highly desirable).
Qualifications
19. Degree-level qualification or equivalent experience.
20. IWFM membership desirable but not essential.
Skills
21. Excellent organisational skills and attention to detail.
22. Ability to interpret complex data and develop meaningful insights.
23. Strong relationship builder and communicator at all levels.
24. Confident presenter with strong negotiation and influencing skills.
25. Highly IT‑literate with strong understanding of business applications.
26. A strong starter‑finisher with a drive for continuous improvement.
Behaviours
27. A credible, inspiring leader focused on delivering value.
28. Honest, reliable and committed to operational excellence.
29. Proactively identifies risks, opportunities and process improvements.
30. Collaborative mindset and proactive partner to bidding and wider teams.
Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.
Work for Wates
Wates is one of the UK’s leading family-owned development, building and property maintenance companies. Founded over 125 years ago, we have a proud legacy in the built environment.
We are driven by our purpose, ‘reimagining places for people to thrive’ and our three promises:
Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity.
Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.
Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in, and treated with care.
We are proud to be recognised as Gold Investors in People and as a Disability Confident employer. We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.
Awards
BEST PROJECT
Inside Housing Development Awards
WINNER
2022 Construction News Awards Winner
GOLD AWARD
Investors in People 2022
GOLD AWARD
Considerate Constructors Schemes (CCS) National Site Awards
TOP 50 EMPLOYERS
2022 Top 50 Employers for Women
WINNER
2022 Working Families Best Practice Awards